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fengyeoxo's avatar
fengyeoxo
17 days ago
Solved

Banned in apex because a hacker has cheated with my account

Hi everyone, I’m looking for advice regarding a ban on my Apex Legends account, which is unfair due to my account being hacked. Suspicious activity was detected on my account, confirmed by EA Suppor...
  • EA_Mako's avatar
    EA_Mako
    17 days ago

    Hey @fengyeoxo,

    Just to confirm, if there's an account ban you'll want to create an appeal here so our Terms of Service team can review that situation again.

    They would be best equipped to look into this further, rather than opening a normal case. 

    The Terms of Service team would be the only avenue to have a ban or suspension reviewed. I'm afraid we cannot make any changes via the forums or through other channels.

    If you've just appealed this once you're more than welcome to submit a new appeal to have a different member of the ToS team take another look over the situation.

EA_Mako's avatar
EA_Mako
Icon for Community Manager rankCommunity Manager
17 days ago

Hey @fengyeoxo,

Just to confirm, if there's an account ban you'll want to create an appeal here so our Terms of Service team can review that situation again.

They would be best equipped to look into this further, rather than opening a normal case. 

The Terms of Service team would be the only avenue to have a ban or suspension reviewed. I'm afraid we cannot make any changes via the forums or through other channels.

If you've just appealed this once you're more than welcome to submit a new appeal to have a different member of the ToS team take another look over the situation.

fengyeoxo's avatar
fengyeoxo
17 days ago

I have done this probably 10 times now, they always send the same prescripted message, saying that they have detected violation of the terms of service and that they will not further investigate. They have never mentioned a thing about the fact that the violation was committed by a hacker who has hacked my account.

  • EA_Mako's avatar
    EA_Mako
    Icon for Community Manager rankCommunity Manager
    17 days ago
    Hi @fengyeoxo,

    They may use templated responses to ensure the information being provided is consistent across similar cases, but at that point a situation has had multiple different members of the team confirm the activity that took place.

    Unfortunately, if this has been reviewed multiple times to the point where our Terms of Service team has said further investigations won't be performed, that would be final.
    • fengyeoxo's avatar
      fengyeoxo
      17 days ago

      I find this situation completely unacceptable, as I have never engaged in any wrongdoing. The violation in question was committed by a third-party hacker, of whom I was a victim. I have invested over $500 in your game, along with countless hours of gameplay, always adhering to the rules and playing fairly.

      Now, you are telling me that there is nothing more that can be done, but this cannot be the final answer. The breach occurred due to vulnerabilities in your system, which allowed the hacker to exploit my account. As a user, I expect a higher standard of security and a stronger commitment to resolving cases like mine. Had I known the risks and the lack of support in such circumstances, I would never have invested the amount of time and money that I did.

      I kindly request that you reconsider my case and work toward a fair resolution.

      • EA_Mako's avatar
        EA_Mako
        Icon for Community Manager rankCommunity Manager
        16 days ago
        Hi @fengyeoxo,

        If there were a breach in our systems, that would result in an announcement for the public. That was not the case.

        I would suggest checking through the following information to make sure you're keeping your account details secure.

        https://help.ea.com/en-us/help/account/how-to-maintain-account-security/

        If our Terms of Service team has completed multiple reviews and declined to remove the penalty, this will be final.

        We cannot address this further via the forums so I'll be locking the thread here, thanks.

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